Help with your service

We understand sometimes you may need to cancel an appointment and have made it as easy as possible to do so online.

Cancelling from your online account

To cancel any future appointment via your account, follow these steps:

1. Sign in to your account at my.teamgleam.co.uk
2. Click on the upcoming service you'd like to cancel
3. Scroll to the bottom of the page and click "Cancel this job"
4. Confirm that would like to cancel the job by clicking “Cancel now”

Cancelling via your reminder text message

The day before we’re due to complete your appointment, we’ll send you a text message reminder. If you realise you need to cancel this appointment, follow these steps:

1. Tap on the unique link in the text message we send you (it will look something like “teamgle.am/ABCD”)
2. Enter your postcode if prompted to verify it's you
3. When the link opens, scroll to the bottom of the page and click “Cancel this job”
4. Confirm that would like to cancel the job by clicking “Cancel now”

What happens after I cancel?

If we hold a valid mobile phone number for you, you’ll receive a text message confirming your cancellation has been processed and our team will be notified that the job is now cancelled. There’s nothing else you need to do.

Cancellation fees

We try our utmost to limit the need to charge cancellation fees and, for early cancellations (I.e not short notice cancellations) no fee will be due.

If you cancel a job very close to the due date, you may incur a percentage cancellation fee. This is the fairest way we’re able to provide a flexible service but still allow our team to maintain their earnings.

If the job you are cancelling will be subject to cancellation fees, these will be presented to you on the screen before you cancel your appointment

If you’re moving home, firstly, we hope you’d like to us with you!

To let us know about your home move simply email [email protected] and if you’d like to continue your service at your new address, we can end your current service and restart it at your new address quickly and easily.

If we don’t cover your new area or if you’d prefer not to continue, we can cancel your service for you in the normal way.

If you’d like to cancel your entire regular service with us, you can do so by emailing [email protected] and our team will be happy to help.

Your cancellation will be processed in line with our standard terms of cancellation and whilst in the vast majority of situations there will be no cancellation fees due, we recommend you look at our help article on cancellation fees in advance.

Wherever possible we always try and limit the need to charge cancellation fees, however there are some situations when you may be charged a cancellation fee.

Cancellation fees are time sensitive. Pre-booked jobs are finalised with our teams when our offices close at 6pm the day before they’re due. This includes weekends and public holidays.

Why we have to charge fees

In limited circumstances, cancellation fees apply for the following reasons

1. As a reservation fee to keep your properties slot in our regular rounds (if applicable and for short notice cancellations only)
2. To help your local team member maintain their earnings (for short notice cancellations only) in slots we would be unable to fill in time as a result

We feel this is the fairest way to our customers and our team. As a company we do not profit from cancellation fees.

Cancelling for reasons beyond your control

We fully understand that things can change and you may need to cancel a job for reasons beyond your control. Should this be the case please email [email protected] and our team will be able to assist.

Cancelling a single job

If you need to cancel a single job, you can do so via your online account at my.teamgleam.co.uk (see our help article on cancelling a job for how to do this).

Before 6:00pm the day before

No cancellation fees will apply

After 6:00pm the day before

If you cancel after 6pm and before 11:59pm the day before your scheduled appointment, a cancellation fee of 25% of the job price will apply.

Example of a job cancellation

Let’s say you have a window clean booked on the 10th January for £10

Cancelling before 6:00pm - No fee

Cancelling after 6:00pm - £2.50

Cancelling a regular service

In the majority of cases, if you need to cancel a regular service, your cancellation will be processed in the same manner as above, and without any fees if you cancel before 6:00pm the day before your appointment.

Cancelling a regular service before your second appointment

If you have booked a regular service (such as a 4 weekly window clean) and wish to cancel your service before we have completed your second appointment, we will base your cancellation on the current price of the equivalent service on a one-off basis.

If the above applies, and you cancel before 6:00pm, you will be charged the difference between your original regular price and the equivalent one-off price.

If the above applies and you cancel after 6:00pm, the difference between your original regular price and the equivalent one-off price PLUS 25% of the one-off job fee.

We have to apply this policy to keep our service fair to customers that book discounted regular services. This policy means that there is no advantage to booking a regular service at the discounted price, without any intention to proceed beyond the first appointment in the best interest of all of our customers and to help us keep our prices competitive.

We carry a minimum of £2 million public liability insurance and £10 million employers liability insurance as standard, meaning we’re fully covered to provide our exterior cleaning services.

For commercial customers, our base public liability cover can be increased on request and proof of cover along with all RAMS are  available 24/7